On-Site CS Quality Analyst: Drive KPIs & Training

Green and Smart Mobility Philippines Inc; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Green and Smart Mobility Philippines Inc in Pasay is seeking a Customer Service Quality Analyst with 1-3 years of experience. The role focuses on maintaining quality in customer service, ensuring process alignment, and driving performance through real-time coordination and reporting.

This on-site position requires Senior High School or higher, willingness to work shifts, and strong English/Filipino communication, plus familiarity with CS tools and office suites.

Qualifications

• Has at least 2 years in a quality or CS role in a customer service context.
• Experience driving QA programs, coaching, and process improvements.
• Strong English and Filipino communication skills; ability to handle multiple channels.

Responsibilities

• Drive quality performance of the Customer Service Department (QA scores, CSAT, NPS).
• Coordinate with departments in real time to resolve CS issues.
• Create reports with actionable recommendations to improve business metrics.
• Lead CS team training on product updates and processes.
• Summarize agent and team performance; report to stakeholders to drive KPI improvements.

Skills

Leadership

Coaching

Communication

Quality assurance

Quality tools

Education

Senior High School or higher

Tools

Microsoft Office

Google Suite

Job description

Green and Smart Mobility Philippines Inc in Pasay is seeking a Customer Service Quality Analyst with 1-3 years of experience. The role focuses on maintaining quality in customer service, ensuring process alignment, and driving performance through real-time coordination and reporting.

This on-site position requires Senior High School or higher, willingness to work shifts, and strong English/Filipino communication, plus familiarity with CS tools and office suites.